Staff Software Engineer - Salesforce

GM-posted 1 day ago
Full-time • Mid Level
Hybrid • Austin, TX
5,001-10,000 employees
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We are seeking an experienced Staff Software Engineer to join our Contact Center Development team. This Software Engineer will design and oversee the implementation of our enterprise-wide Salesforce Messaging capabilities to continue to drive digital first solutions. You will define the architecture for embedded service, multi-channel engagement (Web, In-App, SMS, Apple Messages for business), intelligent routing, Einstein Bots, and more, ensuring robust, scalable, and forward-looking solutions within our Service Cloud ecosystem.

  • Architect end-to-end Salesforce Messaging solutions, defining the technical structure for embedded service deployments, various communication channels, Omni-Channel routing, skills management, Einstein Bots, and related components.
  • Develop and maintain the overall technical architecture and roadmap for Salesforce Messaging features, ensuring alignment with broader platform strategy and business goals.
  • Provide expert technical leadership and direction to development teams and managers on design patterns, configuration best practices, limitations, and advanced implementation techniques for Messaging.
  • Design robust and scalable solutions for complex requirements involving Flows, permissions, personas, and potential integrations related to messaging.
  • Establish and govern technical standards, best practices, and design patterns specifically for the Salesforce Messaging implementation.
  • Ensure solutions adhere to Salesforce governor limits and optimize for performance, scalability, security, and maintainability.
  • Create comprehensive technical design documentation, including solution blueprints, data models, integration points, and sequence diagrams.
  • Evaluate emerging Salesforce technologies and third-party applications, providing recommendations for adoption.
  • Collaborate closely with business stakeholders, Product Owners, Enterprise Architects, and other Solution Architects to align technical solutions with business requirements.
  • Oversee the technical integrity of Messaging solutions through the development lifecycle, including deployment and release phases.
  • Serve as the ultimate subject matter expert for Salesforce Messaging architecture and capabilities within GM.
  • Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field, or significant equivalent experience.
  • 7+ years of experience within the Salesforce ecosystem, with at least 3+ years in a Salesforce Architect or comparable technical leadership role.
  • Deep, demonstrable expertise in Salesforce Service Cloud and the Salesforce Messaging/Digital Engagement suite (Chat, Omni-Channel, Einstein Bots, Flow, configuration of various channels).
  • Proven track record of designing scalable, secure, and high-performance solutions on the Salesforce platform, particularly for large enterprises.
  • Strong understanding of Salesforce architectural principles, platform limitations, governor limits, and integration patterns.
  • Experience designing complex automation using Salesforce Flow and understanding its implications within a large instance.
  • Expertise in Salesforce security models, data structures, and sharing mechanisms (permissions, profiles, roles, personas).
  • Excellent analytical, problem-solving, and technical documentation skills.
  • Ability to effectively communicate complex technical concepts to diverse audiences (technical teams, business stakeholders, leadership).
  • Salesforce Certified Application Architect and/or System Architect.
  • Experience architecting solutions involving specific channels like SMS (using Digital Engagement), Apple Messages for Business, or WhatsApp.
  • Salesforce Certified Service Cloud Consultant.
  • Experience designing solutions leveraging Einstein AI features beyond basic Bots and/or implementing Agentforce solutions.
  • Proven experience with agile software development lifecycle and DevOps principles and tools like Copado.
  • Experience architecting solutions within highly complex Salesforce environments.
  • Familiarity with specific tools used at GM (e.g., Jira, GitHub, Copado).
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